Consumer Rights and Complaints Policy

Effective Date: October 7, 2026

DSGNCONCEPT aims to provide customers with clear information about their rights and an understandable process for resolving complaints. Mandatory consumer rights applicable to a transaction always take precedence under this Policy.

1. CONSUMER RIGHTS

Consumer rights depend on the customer's country, habitual place of residence, whether the purchase is B2C or B2B, the seller as a party to the contract, the product, whether the product is standard/custom-made/made to order, and applicable mandatory law.

DSGNCONCEPT does not intend to waive mandatory consumer protection through a contract.

2. PRODUCT INFORMATION

Prior to purchasing, access is provided to important information regarding product identity, key features, relevant dimensions, materials, price, taxes and fees where applicable, payment methods, estimated production time, estimated delivery information, return/cancellation conditions, and the seller's identity and contact information.

3. STANDARD PRODUCTS

Standard products are subject to applicable consumer rights in relation to the customer's transaction. Where a legal right of withdrawal, cancellation, warranty, or conformity applies, DSGNCONCEPT will act in accordance with that right.

4. CUSTOM-MADE AND ORDER-BASED PRODUCTS

Some DSGNCONCEPT products may be custom-made or manufactured to customer specifications. Applicable law may explicitly provide for an exception to the right of withdrawal for personalized goods. However, DSGNCONCEPT does not automatically consider every product manufactured to be within the scope of a legal exception; the product and jurisdiction are evaluated when determining customer rights.

5. EU/EEA CONSUMERS

When EU/EEA consumer law is applied, applicable distance purchases generally include a 14-day right of withdrawal, a minimum statutory warranty of two years for goods, mandatory delivery rights, and legally recognized exceptions relating to specific products such as explicitly personalized items. These rights also apply if the international seller is established outside the EU.

6. UAE CONSUMERS

UAE transactions with UAE sellers are conducted in accordance with applicable UAE consumer protection and e-commerce requirements. DSGNCONCEPT provides legally required seller, product, payment, warranty, and consumer information.

7. SAUDI ARABIA

For Saudi customers making cross-border purchases from UAE sellers, DSGNCONCEPT clearly provides seller ID, contact information, product details, pricing, shipping information, return policy, complaints details, and privacy information.

DSGNCONCEPT does not declare itself to be a registered trader in Saudi Arabia unless it actually possesses the relevant Saudi registration or license. Applicable mandatory Saudi consumer protections are complied with.

8. QATAR

For Qatari customers, clear product, price, delivery, return, and warranty information is provided. Where applicable law requires information, contracts, or invoices to be presented in Arabic, the legally required information is provided in the appropriate format.

9. KUWAIT

Kuwaiti customers are provided with clear information regarding products, pricing, delivery, returns, refunds, complaints, and applicable warranty/compliance rights. Mandatory Kuwaiti consumer rights take precedence over conflicting contractual terms.

10. BAHRAIN

For Bahraini customers, seller information, product information, terms and conditions, delivery information, return/refund information, and complaint contact information are clearly provided. Applicable mandatory Bahraini consumer protections are reserved.

11. UNITED STATES OF AMERICA

Reasonable and accurate shipping statements are provided for U.S. customers. If DSGNCONCEPT is unable to fulfill a shipping statement, it will comply with applicable federal requirements regarding delay notifications, cancellations, and refunds. State-level mandatory consumer rights may also apply.

12. CANADA

Canadian customers are generally subject to applicable return/refund terms unless mandatory provincial or federal law requires otherwise. Defective or non-conforming goods are subject to applicable legal remedies. Clear information is provided regarding seller identity, terms of sale, privacy, shipping, returns, complaints, and delivery.

13. COMPLAINTS

Customers should first contact DSGNCONCEPT directly: [email protected]

Whenever possible, the complaint should include the following information: full name, order number, billing country, relevant product/service, description of the problem, photos or documents, and the requested solution.

DSGNCONCEPT will review your complaint and respond within a reasonable timeframe.

14. DEFECTIVE PRODUCTS

If the product is defective, damaged, or not legally compliant with the contract, DSGNCONCEPT will evaluate the complaint within the scope of applicable legal and contractual remedies. The solution may be repair, replacement, price reduction, refund, or another legally required remedy.

15. DELIVERY COMPLAINTS

For delivery complaints, customers should provide the order number, delivery address, tracking number, relevant photos, and contact information with the carrier. DSGNCONCEPT can coordinate with the logistics provider to investigate the shipment.

16. CUSTOMS AND IMPORT COMPLAINTS

If a shipment is delayed or held at customs, DSGNCONCEPT will cooperate reasonably with the customer and carrier. Where the customer is legally responsible, they may be required to provide information or pay charges applicable to the country of destination. Customs procedures do not negate mandatory consumer rights with regard to obligations for which DSGNCONCEPT is legally responsible.

17. TAKING COMPLAINTS TO A HIGHER AUTHORITY

If the complaint cannot be resolved directly, the customer may, to the extent applicable, resort to the competent consumer authority, an alternative dispute resolution organization, a competent court, or another legally recognized complaint mechanism in the relevant jurisdiction. Nothing in this Policy shall prevent the exercise of these rights.

18. NO WAIVER

Failure to exercise a contractual right immediately does not constitute a waiver of that right. Nothing in this Policy shall eliminate any mandatory legal rights.

19. POLICY CHANGES

DSGNCONCEPT may update this Policy to reflect changes in legislation, products, services, or operational procedures. The effective date will be updated for significant changes.

20. COMPLAINT RECORDS

DSGNCONCEPT may retain information and documents related to complaints for the period permitted by applicable law for the purposes of investigating complaints, conducting customer service, fulfilling legal obligations, and resolving disputes.

21. DISPUTE RESOLUTION

DSGNCONCEPT primarily seeks to resolve customer complaints directly and reasonably. However, the customer reserves the right to pursue legal action with the competent consumer authority, alternative dispute resolution mechanisms, or the courts, as applicable under mandatory law.

22. COUNTRY-SPECIFIC PROTECTIONS

Any mandatory consumer, warranty, delivery, withdrawal, or other legal protections in the customer's country cannot be superseded by any provision of this Policy.

23. RECORDS

Electronic records relating to orders, payments, deliveries, customer communications, approvals, and complaints may be retained to the extent permitted by applicable law for the purpose of establishing the terms of the transaction and resolving disputes.

24. COMMUNICATION

DSGNCONCEPT
Email: [email protected]
Website: dsgnconcept.com